Update on the Coach repair

A few months back I wrote about my quest to get the zipper repaired on my Coach carry-on (and, subsequently, my customer service experience at the Delmar Bootery). While the Bootery did provide a (free) temporary fix, the zipper broke right off after I got back from Florida (not their fault).

I took it to the Coach store, as you all suggested, expecting my repair. I paid the $20 for shipping, and waited. Today I get a call saying they can’t repair the bag (it just needed the zipper replaced) and will be sending me back the unrepaired bag, along with a coupon for 40 percent off my next purchase.

What?

I was expecting a repaired bag or a full store credit in lieu of said repair. Forty percent off just wasn’t going to cut it. I got that bag for Christmas several years ago, when it was $278 (they told me on the phone what had been paid!?!?), but the mostly canvas satchel is now closer to several hundred dollars!! Buying a new one, when this one is in perfectly good condition- aside from the zipper- is a total waste.

So, as per the recommendation of the people at the Crossgates Coach store, I called customer service.

Here is what Angel had to say:

“We’re governed by a board of directors that will allow or not allow a repair. something may seem like a simple repair, but if they feel it will not look the same way as when we sold it, we will not make the repair. We are not allowed to fix it.”

I can take the bag elsewhere, get the zipper replaced, and Coach is willing to reimburse up to $30 for the repair. I will also get my $20 back that I paid when I originally brought it into Coach for repair.

Now I just need to find a place that replaces zippers for $30.

(That picture up there is like my bag, although mine is red and doesn’t have the C’s all over.)

42 Responses

Kristi, You’re going to hate this question, and I’m sure you’ll think of a rather tart retort. But I’m going to ask it anyway.

When you purchased a bag like in the photo and paid $278.00 with less inflated dollars a few years ago. What were you thinking? Did you feel that it was worth it because it said “Coach” on it? Or did you really believe that because it said “Coach” it was manufactured to some superior level and was worth anywhere’s near that amount of money? My thought is you could have purchased 3 quality made similar bags and you wouldn’t have had to deal with the wasted time/energy/gas etc. of trying to get this one fixed.

The bag does not say Coach on the exterior. In fact, no one would know the solid red bag is Coach unless they looked inside. I actually don’t care for bags- or clothing- with the designer’s name where anyone can see it.

Also, I said, I did not buy it. It was a Christmas gift from my parents three years ago. I was looking for a specific size (non-leather) bag in a bright color. Colored luggage wasn’t as big back then. And, actually, my sister was looking for a similar-size bag recently and still has not found one. Plus, I liked Coach’s style.

Correct. And frankly I do not feel a 40 percent off coupon is fair compensation, as that would require me to go in and still spend a couple hundred dollars to get an equivalent bag. I refuse to do that.

We’ll see how the $30 repair credit plays out. If I can not find someone to do a good job replacing the zipper for that amount, I will pursue it further with Coach. I will say, I am very unhappy as I believed their repair policy was stronger than what I’ve seen!

Kristi, I am with you on this one. Regarding Marty’s comments… I am not one to feel like I “need” designer bags, clothes or shoes. However, I like nice things. I can always tell the difference between a high-end bag and one of lesser quality. While it is not always the case that cheaper means lesser quality, it IS frequently true (let’s face it, you often get what you pay for). I have purchased Coach bags because I think that the quality of the leather and the craftsmanship is far superior to similar brands. Also, I just really like the styles, sizes and features. So, I wouldn’t begrudge you $200+ for a Coach bag… and, I also agree that it is surprising that Coach is unwilling to stand behind its product.

I think that if you find someone like an independent seamstress, you may find that she will be able to do a good repair for $30. If not, I definitely think you should try to appeal the Coach board’s (!!! — whoever heard of such a thing?) decision… if they hold their product in such high regard that they cannot bear to replace a zipper if they can’t do it perfectly, then they should also realize that the amount that they are offering you is a pittance for having to replace such a high-quality bag. At bare minimum, if the zipper was defective, they should replace the bag with one of equal value and comparable style (based on what the CURRENT value would be, not based on what it retailed for however many years ago).

A bag of that quality and price should last many, many years. I assume that you’ve not abused it, and they should be able to tell that by looking at it.

“I actually don’t care for bags- or clothing- with the designer’s name where anyone can see it.”

“that would require me to go in and still spend a couple hundred dollars to get an equivalent bag.”

Kristi, I don’t get it. If you’re not hung up on have a “C” or “G” or “YSL” or “kate spade” plastered on the exterior of your bag, why do you feel compelled to spend a “couple hundred” to replace it? The value in the perceived quality/repair/customer service boost in return for paying the extra “couple hundred” appears to be absent in your anecdote, so why not spend a more reasonable amount on a non-designer brand, and be done with it?

Steve, it’s like electronic lovers choosing Sony over Orion, foodies picking Chianti and passing on Macaroni Grill or a golfer dropping hundreds of dollars – maybe even more than a thousand- on a set of TaylorMade clubs. (Or me buying Oreos and not Hydrox :) ).

Steve, I can answer this question. At least with bags, when you see a woman walking around with the Coach bags that have the “C’s”, or a Gucci bag with the “G’s” or my personal favorite, the Chanel bags with the HUGE white C on them…you assume it’s fake, at least I do. I’m usually right I think. Anyway, truth is, you get what you pay for. Coach is known for having great pieces that are timeless and can withstand a lot of use. Obviously things happen and zippers need to be replaced, as can happen with ANYTHING. I find it humorous that the only two people who commented negatively are male. I don’t think anyone here is telling you to not spend hundreds on poker/sports games/beer/golf/whatever else you’d spend hundreds on to make you happy. And once you’ve carried a designer bag, that happens to have leather that feels like butter…some stiff old Liz Claiborne that hurts your shoulder and makes it itch…just will not suffice.

I know I prefer to purchase Coach purses and wallets for one single reason: I put my bags and wallets through a lot of abuse, and after MONTHS of this treatment, Coach products still look almost like new. My father has had the same leather Coach wallet for almost eight years now and it’s in great condition.

You do get what you pay for, usually. Though I am disappointed to hear that they won’t stand behind their product. A broken zipper should not be a big deal, and for what you typically pay for their products, I would expect them to be more than happy to fix something like that.

Once Coach made the decision to get into mass retailing of their products the quality and style standards plummeted. It’s too bad, because back in the day you could expect your Coach bag to last a lifetime.

Kristi, in looking for a repair shop I would try a good shoe repair shop. I think they should be able to replace a zipper on canvas because they repair boot zippers on leather. Similiar heavy duty material and needs to look good. Sorry I don’t know of any to recommend but that is where I would start my search.

There is a very small mom and pop shoe repair shop on Central Avenue somewhere between the mall and Everett Road. If you are headed towards Albany, it would be on your right. It is owned by this very old couple, and they do an excellent job on shoes. They are also quick!

I was someone who encouraged you to send the bag to Coach, and frankly am bewildered at their response. I sent a bag I bought two years ago back to them because the suede on the handle had started to separate from the leather overlay – it was not where there was any stitching so the bag could not be repaired. They informed me I could have the bag back, or I could replace the bag and sent me a credit for nearly what I paid for the bag. It was handled promptly, professionally and their excellent service has made me even more of a dedicated customer. I just went and purchased a summer tote for my Mom similar to the bag you purchased (without the C’s) so again… I’m stumped.

Please forgive this question, but are you absolutely POSITIVE that the bag is authentic? I know you said a gift… It just does not make sense given my first hand knowledge of the service at Coach.

Kristi I have to say that I find it very amusing that you along with so many others expect products expensive or otherwise to last longer then a few years ?! Really how much abuse-and as a women I know-do our bags go through. When you buy anything from a BMW to a pair of seven jeans how long is too long before you simply say to yourself, well I wore it out and it’s time to invest in another one. Simply because you pay a lot for something does not mean it is in-destructable and will last forever. Perhaps you need a reality check and appreciate the fact that they have offered all the help they could and a generous discount to boot. I own several Coach bags all purchased at Crossgates and I have to say the bags and service there have been nothing short of awesome.

Actually, Sarah… I find it amusing as someone who has purchased several bags myself that you would think that a Coach bag would wear out after a couple years. It is not a car, which suggests daily use or jeans which may go out of style after 1 season.

I, like many other women, change my bags quite frequently; sometimes several times a week. I organize them by season, occasion, and like Kristi pointed out, by function. I have Coach bags that I use that I have carried since High School, and I’m 35. I use my Coach diaper bag as a carry on, and my son has been out of diapers for more than 5 years.

Coach is known for their style, and like many other emblematic brands is expensive because it is quality, and stylish for more than a couple years.

I find this whole thread amusing, and I really don’t understand why everyone assumes that every woman on the planet has a thousand bags, or that every man on the planet is thrifty. The whole “men against women” argument is a waste of breath, if you ask me, but whatever.

I have two Coach bags. I spent $40 for each one, and yes, they are authentic, and look brand new. Got them at an upscale consignment shop, as I simply refuse to pay almost half my rent on something that is essentially arm candy. No one knows the difference, and I really wouldn’t care if they did – I tell everyone where I bought them. If the zipper breaks, well, mom’s a seamstress, and I’ll get it fixed for cheap. Now that I know about Coach’s policies, I don’t feel bad at all about not buying them new.

I recently returned a bag to Coach as the handle was ripping away from the bag. It had a lot of studs and I got sooooooo many compliments on it. I picked it up at the Coach Outlet for about $160.

Yesterday I got a letter, I assume they could not fix it as they gave me $438 credit towards a new bag…I’ve already got the large Carly bag in my sights. I am a Coachaholic and as mych as I loved the bag I returned the $438 made me feel good. Perhaps since your bag could be repaired you only got the 40% off.

I purchased a men’s wallet from Coach and when the lining separated from the leather I asked if it could be repaired. I was assured that if I sent it in it would be replaced or repaired. I paid my $20 and sent it in. I got a call saying that it could not be repaired and I would get a 40% off coupon instead. They promised me it would be no problem to repair and that ” we have a lifetime warranty on our products”. They lied… they only warranty what they want. Beware

So, did you find someplace to fix the zipper. I also have a coach bag with a broken zipper, The teeth just fell out in a couple of places. I would like to cut to the chase and just get it fixed. Let me know what you did.

I sent my 2 coach purses in for repair as the strap on each had torn from wear Each purse was over 10 years old but I LOVED them .. they said they could not repair them although 1 only needed a new strap as it was not sewen on They said we hope you enjoyed the years of service from your coach.. I got no discount coupon and will now take them to a leather repair shop to be fixed I then find out coach does sell repair straps but would not repair mine.. I will never buy another coach because of this… and will tell my friends about my experience..

This is why I have stopped buying Coach products. I bought Coach back when it was high quality leather and had no logos anywhere. Then they would repair or replace an item if it broke. Now that every teenager in America has one and they are covered with Cs, I hate the look and the customer service and quality have deteriorated. This is what happens when a company sells out. I feel the same way about Northface. This used to be a quality outdoor gear company, now you see it everywhere and it is all about fashion, not weather protection.

I tend to stick to the very classic styles of what I consider to be called legacy handbags for the reason that with the developing changes to styles, they seem to be cheapening the brand and that is not why I loved/love Coach so much. I buy Coach because it was my Mother’s handbag, my Grandmother’s handbag. Coach, to us, was the epitome of good and clean American quality with a promise that it would be with you forever if you took good care of it and loved it.

It horrifies me to hear stories from people like this, because honestly, a zipper breaking within a few years is not normal wear and tear and if that isn’t covered under the blanket of purchase security given to us with every Coach product we obtain, then their word is just that, words and as meaningless as the label on a reproduction.

My Mother’s purse wasn’t made in far-east and nor was my Grandmother’s but from the sounds of it, the legacy of Coach started to dwindle when they moved production to China. It is terrible to see bags lose their quality like this, and perhaps that is why I have resorted to no longer purchasing bags from authentic retailers, but instead, looking for genuine satchels that have been pre-owned by others and no longer wanted.

It might sound silly, but somehow, in the history of the pre-owned bag not marked from China, you can maintain the legacy that was our Mother’s Coach bag, and not the mass-produced label marketed towards trendy youth that we see today.

I had a where the handle broke and I received a credit for the price I paid after the said they were unable to repair the bag. This was maybe 3 years ago. I haven’t purchased much since then, since the C’s started to get a little bit ridiculous.

I also have had issues with Coach repair. I owned a brief bag and used it every day. Eventually it became worn at the corners, so I sent it for repair. Coach refused to make the repair offering instead a 50% discount on a new purchase. I bought a new travel bag. Overtime some small repairs were needed. I sent the bag to Coach and received the reply that the bag was counterfeit. I was astonished. This bag was ordered from Coach and sent by Coach. After a while the bag was stolen. I said good riddance. I now buy leather goods from TUMI.

I wish I had read this blog before I sent my bag in! I spent more money than I have ever spent in my life on clothing etc. $800 in 2008 for a Coach bag. The handle is almost worn through so I spent $40 (their cost, plus the cost to get it there) to have it repaired by Coach’s so-called “repair” program. I got the bag back, unfixed, with a letter inviting me to buy another bag for a 40% discount. As if I would ever buy another Coach bag?! I am writing back to demand my $40 back, plus asking for $250 (which is a quote from a repair company) and cc’ing the Better Business Bureau, because I believe their warranty/repair program is a huge fraud. Stay tuned….

Ok, I thought I was only in the world of expensive Coach Bags wear and tear. I purchased A Madison Edition satchel, A $900.00 bag. it has begun to unravel wear “they” double stitched the support for the handles of the bag. I brought the bag to the Coach store in Copley. And they informed me that I had to pay $20 for them to ship it out and “see” if it can be fixed. SEE, $900.00 bag. I havent sent it, but I will. I was LIVID. I could of bought a gucci bag.

Had the same issue. Zipper on expensive carry-on bag. Returned as unable to repair with a 40% off. Ridiculous and bordering on fraud when store employees tell you “lifetime guarantee, will repair or replace.” I think we should start a list and consider a class action lawsuit. These bags are made in China for pennies on the $ and they are not fit for their purpose. I’m done with Coach for life.

Same thing happened to me. They told me a 2-5 year life of purse is what lifetime means. That’s a big gap. Mine was a gift and is still in good shape and only used for about 2 1/2 yrs. They couldn’t tell me what constitutes the difference between 2 and 5 years. They said they don’t replace zippers then said sometimes they do but couldn’t tell me why wasn’t replaced. Just kept going back to the zipper was damaged. Isn’t that’s whay it was sent in. In addition, two of the patches with the same material had little tears I guess due to the type of fabric. I had asked if the zipper isn’t being repaired because Coach doesn’t want me to walk around with a purse that isn’t 100% in excellent shape. My husband gave me the reciept to the bag which was about $125. Some how, they had it in their system that it cost only $69.00. I said that’s not what the reciept says. So, they did up the discount to 50% off. Between this, my dentist trying to tell everyone they have horrible dental disease and bone loss so you need deep scaling instead of a regular cleaning and my local neighborhood vet trying to upsell and rip off people to get them to buy blood work and x-rays for a simple resp. infection in a cat that only needed antibiotics, I’m done with getting ripped off. This economy is getting worse and worse with doing that. Maybe more people need to step up and do class action lawsuits to stop this craziness.

Geez. I have a Coach bag with a cloth body, and the cloth has become frayed at the folds. This is my everyday bag and I use it all the time. I was thinking about sending it to Coach for repair (the bag is 2 years old), but after reading this thread I doubt they will want to repair it. Maybe I should stick to all leather in the future.

I just had the same thing happen to me, and I’m not happy! I sent two bags in to be fixed; one needed the clasp replaced and the other was torn on the side. I specifically started purchasing Coach bags due to the fact that I was told that they fix them for the life of the bag.

Now that I know that’s the deal, I’m off Coach bags. I’ve just purchased my last Coach bag.

they took my 20 dollars and sent my purse right back to me with a broken zipper and a 40% coupon, even though they are redoing nearly the same model purse now for 400 bucks–when i called them, they suggested another repair place to send it to that is not covered. i am not happy. btw, it had a broken zipper-that was why i sent it.

I bought a 2010 grape soda leather luxey from ebay preused and found the stitches were loosened at the bottoms of the satchel handles by the hardware. I printed out the coach repair form, paid $20 and prayed to get it fixed. Thank God about 5 wks later I got it back in the mail. Very grateful. That has been my only repair service with them though I am sending another out for one loose stitch.